w3reports actually comes out with an informative article

[AlEast]

10 Steps to mingle with CRM complaints
http://www.w3reports.com/index.php?itemid=844

A very good read

In a perfect world there would be no angry customers. Product configuration would work flawlessly, it would arrive on time, and no customer would wait?listening to elevator music?for 20 minutes on the phone. But absent that perfect world, you will have angry customers.